Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a phone call on April 6thMy husband returned the call since I was at workHe relayed the above information.
We are ok with waiting until May 20th for the part and paying a little extra for not covered repairsSince my requested resolution to my complaint was, and still is, delivery of my promised repaired vehicle, I would like to keep my complaint file active until such delivery.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In regards to Aamco's response to my complaint, I would characterize several of their comments as inaccurate or false.
I was never offered a discount for obtaining alternative transportation or any other compensation to attempt to repair my car againWhen I asked for assistance in offsetting the cost of alternative transportation I was told from Dwaine several times "We don't do that"My significant other called to speak with Dwaine and was also told Aamco doesn't provide assistance for alternative transportation regardless of the situation, and was not informed of bring able to obtain a discount.I waited for my vehicle for subsequent repairs, when I went in for a check and they stated it would be an hour or two, such as the first check after the initial repairI also waited during the 3rd repair due to them starting on the vehicle and then stating it may take a few hours and I may need to leave itI was unable to find alternative transportation and they were unwilling to assist in any way when asked, so I had no choice but to wait I wasn't prepared beforehand to leave the vehicle with them, as I believed they were just checking the transmission to indicate if I truly had a leak, as indicated by a third partyIf Aamco had properly completed the repairs on my transmission the first time, for which they were paid in full, there would be no issue relative to the subsequent inconvenience , time , and expenses I inccurred from their inadequate workmanshipAs a result, I should be reimbursed for the expenses I incurred for alternative transportation and time lost from work subsequent to the initial repairI am scheduled Tuesday December 6th, to verify the last repair was properly completedIf the transmission is still not properly completed, I am requesting a refund in full to have my vehicle repaired elsewhere .
Regards,
*** ***
Thank you for bringing
"letter-spacing: -1.05pt;"> Miss [redacted]'s concerns to my attentionFirst let me say that we regret any time a customer has to take time out of their day to return for a repair that for whatever reason has not completely solved the initial problem with their vehicleMiss [redacted] first brought her Toyota Highlander in for a leak diagnosis on Wednesday, 08/11/2016, We found that the transmission was leaking from several places, Including the pan gasket, end cover seal and from the converter areaThe converter area leak necessitated the removal of the transmission for repairThe total time required for this type of repair exceeds hours of actual work timeShe was not able to leave it at this time, so she returned for us to start the repair on 08/19/2016, We are open on Saturdays for hours, till noonIt was completed and delivered to her on Saturday, 08/20/
Miss [redacted] scheduled an appointment for Saturday morning, at our recommendation, for what we call a day recheck, 08/27/at 8:amWe found a drip of fluid on the lowest corner of the transmission pan so we recommended changing the pan gasketThe transmission fluid level was still full and had not dropped since we delivered the vehicle to her on !l/20/Knowing that there was no danger to the transmission, and that the repair might take the rest of the day, we suggested that she schedule it back in and leave It so we could do thisShe indicated that she could notThe way the transmission is situated In this vehicle, this procedure takes over hours, not including any further checks for leaks after the repairShe stated that she couldn't leave it so we did our best to accommodate her without rushing, but we still didn't complete the repair until after 12:pm
On Friday November 41Miss [redacted] scheduled another waiting appointment, She had had her engine oil changed at another shop and was told she had a transmission fluid leakThe earliest we
could schedule her in was 8:amThere was a drip offluid on the corner of the pan again, but it wasn't bright red like before, it was mixed with engine oilAgain a quick check of the fluid level showed it to still be fullIagain suggested that if we find the pan leaking that she be prepared to leave the vehicle for further leak diagnostics or repairAgain she insisted that was not possible, she had no one to pick her upShe asked if we provided free car rental in situations like this and I told her that is not our policy but work with local rental agencies at reduced rates, but at this time she wasn't interested in doing thatFurther checks found that the engine oil was about quarts over full,indicating that during the oil change, oil was added without draining the old oil outShe wanted us to drain it out and refill the engine to the proper level, We did so and after replacing the pan gasket again, this time with a different type of gasket, thoroughly washed the bottom of the vehicle so any further leaks would be easier to seeAs I mentioned before, replacing the pan gasket is a time consuming procedure on this particular vehicle After a short test drive, We did not see any leaks while the vehicle was hereAll of this was performed at no charge to her
Miss [redacted] called late in the week of the 10'h indicating that she was told it was still leaking At this point I insisted that she let us keep the vehicle at least overnight after any repair to make sure that the leak was fixedShe agreed and said she would drop the car off over the weekend but didn't arrive until about 8:or 9:am on MondayWe started on her vehicle around 10:and found that even though she had been told that the leak was worse and shouldn't be driven, the fluid level was still at the full mark on the dipstick and not at iiln unsafe level at allWe replaced the pan gasket again and then drove the vehicleWhile checking again we found that the leak was not coming from the pan at all, but from a cover that was behind and above the rear of the pan, seeping down a hidden valley in the case and then developing a drip on the lowest point of the panThis repair took another hours or soWe kept the car overnight to Tuesday, redrove and rechecked the transmission again for leaks and found noneAround noon, we called the customer to have her pick it up, but she didn't come in until Wednesday, 11/16/to pick it upI explained what we had found and repaired and asked that she return in about days for another recheckAt this point we have not heard from her
Sincerely,
Dwaine P[redacted]
This letter is being sent to you In response to the concern brought forth by Mrs[redacted] regarding not only our method of repair of her 2006 Ford Explorer, but also the amount of time taken to complete the repair.
The Warranty company involved Is Warrantech, which Is outstanding...
in regard to what & how they cover repairs for the customer. having worked with them several times In past, we know they will not hesitate to repair covered parts, depending on the level of coverage that was sold to the customer when they bought their vehicle. To that end, we were informed that the policy that was sold to [redacted] had a total drivetrain coverage of Just under S3000.00, which would not totally cover an engine replacement.After the initial meeting with an Inspector, before any work had started, Warrantech stated that the cause of failure would be needed and that the customer needed to authorize the disassembly of the engine Just far enough to determine the cause of Just the Immediate failure, or, the reason that the rear timing chain had cut through the passenger side valve cover. Nothing more. The customer was quick to do so and the work proceeded.After the engine was removed which is the only way to access the rear timing chain, we found that the rear timing guides had disintegrated, leaving the chain too loose, and that the nylon material had fallen down into the engine oil pan, restricting the oil pump pick up, possibly starving the engine of oil pressure, potentially causing future damage. At this time we called the warranty company about the chain guides and they asked if I could change the verbiage about what was damaged in order for them to cover the repair, because several of the damaged timing components were not covered under her plan. At this time I informed Warrantech that this might not be the best repair because I suspected more damage than just the roar timing assembly.Other shops in the area that specialize In general repair informed me that while they have the special Ford tools to accurately repair this problem, they have quit this repair on this type of Ford engine several years ago, as the rear timing problem Is seldom the only thing wrong and generally is the result of other issues, and that the engine often fails after the repair for other reasons. I again informed the customer and the warranty company that this repair would not be in the customers best interest as it Is not a complete repair and may fail In the near future. The warranty company again referred to the level of protection afforded by the policy that the [redacted] were sold and would only cover specific components which does not include chain guides or tensloners.
Ford calls the assembly that failed the rear timing cassette. After several phone calls to both Ford and the warranty company, Warrentech approved an amount to replace the rear cassette only, but the customer could put that amount toward a replacement engine if they wanted. I then called the customer with my recommendation to replace the motor with a low mileage used motor I had found rather than replace the rear timing assembly In their engine, and that this would be a more durable repair and could be completed quickly, [redacted] opted for the timing repair because of the lowest cost to her. I then again advised that I suspected additional damage to the engine would be found when we started to complete the repair. But she remained firm that she only wanted to pay her deductible and nothing more.
As we began the process of replacing the rear timing cassette, removing additional parts for washing and the removal of the debris spread through the engine we found that the front timing guides were also disintegrating along with the balance shaft timing chain and the chain that turns the center shaft along with several special parts that were damaged as the multiple chains failed. Several of these parts were found to be on national back-order, one with no ETA, and one due to be released to dealers on May 20, 2010. After trips to salvage yards to find this port we found that all were damaged beyond use. Warrantech approved a small additional amount for the additional chains, but not any additional parts and said that the customer would have to pay any difference.
After leaving several messages on both Mrs. And Mr. [redacted] phone, I finally reached Mr. Robinson and explained our dilemma, both that they would be responsible for more than their deductible alone, but also the repair time would be extended due to parts availability. He still wanted to proceed with the repair rather than replace the engine completely but understood the reasons for the delay. I thanked him for his patience and also reminded him that we were only trying to provide them with a repair that was both proper for them and that would be a lasting repair, which Is what we strive for with all customers.
As you can see from the above response, this has been a challenging and frustrating experience for all parties. We look forward to completing this repair In the foreseeable future and hope that the repair will be reliable. We have not enjoyed being In the position that the vehicle, warranty company and customer has put us in. To be accused of "holding the vehicle hostage"with our labor, parts and time already Invested is very disheartening. We will give you an update for your file when the vehicle is delivered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a phone call on April 6thMy husband returned the call since I was at workHe relayed the above information.
We are ok with waiting until May 20th for the part and paying a little extra for not covered repairsSince my requested resolution to my complaint was, and still is, delivery of my promised repaired vehicle, I would like to keep my complaint file active until such delivery.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In regards to Aamco's response to my complaint, I would characterize several of their comments as inaccurate or false.
I was never offered a discount for obtaining alternative transportation or any other compensation to attempt to repair my car againWhen I asked for assistance in offsetting the cost of alternative transportation I was told from Dwaine several times "We don't do that"My significant other called to speak with Dwaine and was also told Aamco doesn't provide assistance for alternative transportation regardless of the situation, and was not informed of bring able to obtain a discount.I waited for my vehicle for subsequent repairs, when I went in for a check and they stated it would be an hour or two, such as the first check after the initial repairI also waited during the 3rd repair due to them starting on the vehicle and then stating it may take a few hours and I may need to leave itI was unable to find alternative transportation and they were unwilling to assist in any way when asked, so I had no choice but to wait I wasn't prepared beforehand to leave the vehicle with them, as I believed they were just checking the transmission to indicate if I truly had a leak, as indicated by a third partyIf Aamco had properly completed the repairs on my transmission the first time, for which they were paid in full, there would be no issue relative to the subsequent inconvenience , time , and expenses I inccurred from their inadequate workmanshipAs a result, I should be reimbursed for the expenses I incurred for alternative transportation and time lost from work subsequent to the initial repairI am scheduled Tuesday December 6th, to verify the last repair was properly completedIf the transmission is still not properly completed, I am requesting a refund in full to have my vehicle repaired elsewhere .
Regards,
*** ***
Thank you for bringing
"letter-spacing: -1.05pt;"> Miss [redacted]'s concerns to my attentionFirst let me say that we regret any time a customer has to take time out of their day to return for a repair that for whatever reason has not completely solved the initial problem with their vehicleMiss [redacted] first brought her Toyota Highlander in for a leak diagnosis on Wednesday, 08/11/2016, We found that the transmission was leaking from several places, Including the pan gasket, end cover seal and from the converter areaThe converter area leak necessitated the removal of the transmission for repairThe total time required for this type of repair exceeds hours of actual work timeShe was not able to leave it at this time, so she returned for us to start the repair on 08/19/2016, We are open on Saturdays for hours, till noonIt was completed and delivered to her on Saturday, 08/20/
Miss [redacted] scheduled an appointment for Saturday morning, at our recommendation, for what we call a day recheck, 08/27/at 8:amWe found a drip of fluid on the lowest corner of the transmission pan so we recommended changing the pan gasketThe transmission fluid level was still full and had not dropped since we delivered the vehicle to her on !l/20/Knowing that there was no danger to the transmission, and that the repair might take the rest of the day, we suggested that she schedule it back in and leave It so we could do thisShe indicated that she could notThe way the transmission is situated In this vehicle, this procedure takes over hours, not including any further checks for leaks after the repairShe stated that she couldn't leave it so we did our best to accommodate her without rushing, but we still didn't complete the repair until after 12:pm
On Friday November 41Miss [redacted] scheduled another waiting appointment, She had had her engine oil changed at another shop and was told she had a transmission fluid leakThe earliest we
could schedule her in was 8:amThere was a drip offluid on the corner of the pan again, but it wasn't bright red like before, it was mixed with engine oilAgain a quick check of the fluid level showed it to still be fullIagain suggested that if we find the pan leaking that she be prepared to leave the vehicle for further leak diagnostics or repairAgain she insisted that was not possible, she had no one to pick her upShe asked if we provided free car rental in situations like this and I told her that is not our policy but work with local rental agencies at reduced rates, but at this time she wasn't interested in doing thatFurther checks found that the engine oil was about quarts over full,indicating that during the oil change, oil was added without draining the old oil outShe wanted us to drain it out and refill the engine to the proper level, We did so and after replacing the pan gasket again, this time with a different type of gasket, thoroughly washed the bottom of the vehicle so any further leaks would be easier to seeAs I mentioned before, replacing the pan gasket is a time consuming procedure on this particular vehicle After a short test drive, We did not see any leaks while the vehicle was hereAll of this was performed at no charge to her
Miss [redacted] called late in the week of the 10'h indicating that she was told it was still leaking At this point I insisted that she let us keep the vehicle at least overnight after any repair to make sure that the leak was fixedShe agreed and said she would drop the car off over the weekend but didn't arrive until about 8:or 9:am on MondayWe started on her vehicle around 10:and found that even though she had been told that the leak was worse and shouldn't be driven, the fluid level was still at the full mark on the dipstick and not at iiln unsafe level at allWe replaced the pan gasket again and then drove the vehicleWhile checking again we found that the leak was not coming from the pan at all, but from a cover that was behind and above the rear of the pan, seeping down a hidden valley in the case and then developing a drip on the lowest point of the panThis repair took another hours or soWe kept the car overnight to Tuesday, redrove and rechecked the transmission again for leaks and found noneAround noon, we called the customer to have her pick it up, but she didn't come in until Wednesday, 11/16/to pick it upI explained what we had found and repaired and asked that she return in about days for another recheckAt this point we have not heard from her
Sincerely,
Dwaine P[redacted]
This letter is being sent to you In response to the concern brought forth by Mrs[redacted] regarding not only our method of repair of her 2006 Ford Explorer, but also the amount of time taken to complete the repair.
The Warranty company involved Is Warrantech, which Is outstanding...
in regard to what & how they cover repairs for the customer. having worked with them several times In past, we know they will not hesitate to repair covered parts, depending on the level of coverage that was sold to the customer when they bought their vehicle. To that end, we were informed that the policy that was sold to [redacted] had a total drivetrain coverage of Just under S3000.00, which would not totally cover an engine replacement.After the initial meeting with an Inspector, before any work had started, Warrantech stated that the cause of failure would be needed and that the customer needed to authorize the disassembly of the engine Just far enough to determine the cause of Just the Immediate failure, or, the reason that the rear timing chain had cut through the passenger side valve cover. Nothing more. The customer was quick to do so and the work proceeded.After the engine was removed which is the only way to access the rear timing chain, we found that the rear timing guides had disintegrated, leaving the chain too loose, and that the nylon material had fallen down into the engine oil pan, restricting the oil pump pick up, possibly starving the engine of oil pressure, potentially causing future damage. At this time we called the warranty company about the chain guides and they asked if I could change the verbiage about what was damaged in order for them to cover the repair, because several of the damaged timing components were not covered under her plan. At this time I informed Warrantech that this might not be the best repair because I suspected more damage than just the roar timing assembly.Other shops in the area that specialize In general repair informed me that while they have the special Ford tools to accurately repair this problem, they have quit this repair on this type of Ford engine several years ago, as the rear timing problem Is seldom the only thing wrong and generally is the result of other issues, and that the engine often fails after the repair for other reasons. I again informed the customer and the warranty company that this repair would not be in the customers best interest as it Is not a complete repair and may fail In the near future. The warranty company again referred to the level of protection afforded by the policy that the [redacted] were sold and would only cover specific components which does not include chain guides or tensloners.
Ford calls the assembly that failed the rear timing cassette. After several phone calls to both Ford and the warranty company, Warrentech approved an amount to replace the rear cassette only, but the customer could put that amount toward a replacement engine if they wanted. I then called the customer with my recommendation to replace the motor with a low mileage used motor I had found rather than replace the rear timing assembly In their engine, and that this would be a more durable repair and could be completed quickly, [redacted] opted for the timing repair because of the lowest cost to her. I then again advised that I suspected additional damage to the engine would be found when we started to complete the repair. But she remained firm that she only wanted to pay her deductible and nothing more.
As we began the process of replacing the rear timing cassette, removing additional parts for washing and the removal of the debris spread through the engine we found that the front timing guides were also disintegrating along with the balance shaft timing chain and the chain that turns the center shaft along with several special parts that were damaged as the multiple chains failed. Several of these parts were found to be on national back-order, one with no ETA, and one due to be released to dealers on May 20, 2010. After trips to salvage yards to find this port we found that all were damaged beyond use. Warrantech approved a small additional amount for the additional chains, but not any additional parts and said that the customer would have to pay any difference.
After leaving several messages on both Mrs. And Mr. [redacted] phone, I finally reached Mr. Robinson and explained our dilemma, both that they would be responsible for more than their deductible alone, but also the repair time would be extended due to parts availability. He still wanted to proceed with the repair rather than replace the engine completely but understood the reasons for the delay. I thanked him for his patience and also reminded him that we were only trying to provide them with a repair that was both proper for them and that would be a lasting repair, which Is what we strive for with all customers.
As you can see from the above response, this has been a challenging and frustrating experience for all parties. We look forward to completing this repair In the foreseeable future and hope that the repair will be reliable. We have not enjoyed being In the position that the vehicle, warranty company and customer has put us in. To be accused of "holding the vehicle hostage"with our labor, parts and time already Invested is very disheartening. We will give you an update for your file when the vehicle is delivered.
Sincerely,
Dwaine [redacted]